Newsletter

• Customer Webinar: Live Webinar Featuring Princeton University
• White Paper: Leveraging the telephone to automate your common business challenges
• Product Focus: Angel.com Solution for Help Desk/ Technical Support
• Customer Spotlight: 866-OUR-VOTE, Election Protection Hotline
• Ask Angel.com: What is Site Builder?
• IVR University: Don’t Miss IVR Web-Based Training

Customer Webinar
Hear It From Your Peers! Register Now for the Angel.com Best Practices Webinar Series Featuring Princeton University

Managing a complete call center does not have to be complicated or expensive. Join us for this upcoming webinar and we will highlight how one of the countries leading academic institutions leverages the Angel.com Virtual Call Center to successfully operate a facilities management support desk.

Get educated without leaving your office – join Angel.com in June for:

“Best Practices in Call Center Management: Princeton University”
Presented by Jennifer Whiting, Customer Service Manager, Princeton University
Wednesday June 20, 2007, 2pm ET
Register now >>

White Paper
Leverage the power of the telephone to automate your common business challenges

The promise of speech has always been that it can automate common and repetitive call center tasks. Recent trends in technology and changing consumer preferences indicate that the speech industry has reached an inflection point. With the right combination of product innovation and new pricing models that accelerate ROI, speech technology can finally prosper.  

To serve the increasing demand for self-service, enterprises have invested heavily in automating customer service functions through the Web. For example, checking the status of an order, the balance of a bank account, or hours of operation have all become staples of major commercial Web sites. Through a real-time XML gateway, Voice Sites make possible the simple and affordable integration between these existing applications and speech applications, enabling the automation of common call center tasks.

Find out how you can better automate your business functions. Download our White Paper, “Using Voice Sites to Automate Businesses Process” today!

Product Focus
Angel.com Solutions for Help Desk/ Technical Support

Software and hardware companies rely on phone-based technical support centers to help resolve customer inquiries. Virtual Call Center solutions from Angel.com combine intelligent IVR capabilities with automated call distribution (ACD) to create a complete call center experience that minimizes call times as well as reduces the burden on agents. Some of the valuable functions include:

• Self-service functionality that enable callers to get ticket status, receive technical updates or answers to questions by interacting with a voice solution
• Automated voice prompts that enable the system to identify the caller issue and direct calls to the appropriate support technicians
• Call distribution systems that route callers to the next available support technician based on skills and other factors

For more information about technical support solutions from Angel.com and the benefits to your customer service efforts, please visit our website or call us at 888-MyAngel and ask for “Sales.”

Customer Spotlight
866-OUR-VOTE, Election Protection Hotline

Election Protection is a dynamic coalition of non-partisan organizations led by the Lawyers' Committee for Civil Rights Under Law, the NAACP and the People For the American Way Foundation. In 2001, the Lawyers’ Committee introduced a new hotline 1-866-OUR-VOTE, as a resource for voters who had questions or problems with voting on Election Day. Calls come into a call center and are routed to volunteers and attorneys all over the country.

Challenge: In 2004, however, call volume spiked exponentially, resulting in 200,000 calls, with over 100,000 on Election Day alone.  At the time, the Lawyers’ Committee relied on a remedial infrastructure to handle call routing and found itself quickly overwhelmed. To improve the process for the 2006 election, Election Protection sought a new provider to better manage the infrastructure and performance of the hotline. Of utmost importance was flexibility, specifically the ability to route calls to available volunteers regardless of location.

Solution: Angel.com was chosen because of the extreme flexibility of the platform. The entire application is hosted and can be changed at a moments notice. On Election Day 2006, Angel.com was on hand to help the Lawyers’ Committee and their allies monitor (in real time) call volume and call flow, and the Lawyers’ Committee could dynamically change the flow simply by logging into a web browser, making a few clicks and hitting ‘save.’

Results: On Election Day 2006, 1-866-OUR-VOTE received roughly 20,000 calls, and 25,000 for the election cycle. Angel.com’s Virtual Call Center allowed the Lawyers’ Committee to route calls to available volunteers seamlessly. Based on the success of the system this year, the Lawyers’ Committee plans to use Angel.com as their call center solution during the 2008 Presidential Election cycle.

Read the full case study and other customer success stories in the Customers section of our website.

Find out how the Angel.com Virtual Call Center can help you better scale to meet customer call needs – call us at 888-MyAngel and ask for “Sales.”

Ask Angel.com
What is Site Builder?

Q: What is Site Builder and how does it work?
A: Site Builder is the first and only point-and-click voice application creation tool that helps organizations of all kinds to build, deploy and manage customized voice applications online, without any need for hardware or software. The Site Builder web-based toolkit reduces the time, expense, and complexity typically associated with implementing and maintaining traditional call center and Interactive Voice Response (IVR) applications. As an integrated and value-added part of the Angel.com solution, Site Builder lets you take control of your customer experience!

To find out more about Angel.com’s Site Builder application, visit the How It Works section of our website, or call 888-MyAngel and ask for “Sales”.

IVR University
Don’t Miss IVR Web-Based Training

Make the most of your Angel.com solution; join us for the Angel.com IVR University Webinar Series. Offered the first Thursday of every month, these FREE, hour-long sessions are designed to help you maximize the use of your Angel.com solution. Don’t miss these upcoming sessions:

Site Builder Overview
Date: Thursday July 5, 2:00pm ET
In-depth technical overview of Site Builder, Angel.com's point-and-click toolkit for building IVR, speech recognition, and Virtual Call Center applications (or Voice Sites). The course will cover different aspects of Site Builder, including how to make optimal use of the different Voice Page types, options for customized reporting, and how to build a high quality customer experience through creating effective voice user interfaces.  Register now! >>

Introduction to IVR
Date: Thursday, August 2, 2:00pm EST
This session provides an introduction to the business case for IVR. Discusses key options to consider when planning an IVR implementation, including hosted vs. on-premise, touch-tone vs. speech recognition, and how to organize an effective team.  Register now! >>